Companies have been trying to adopt customer centricity for nearly 20 years now. But the CMO Council reports that “only 14 percent of marketers say that customer centricity is a hallmark of their companies, and only 11 percent believe their customers would agree with that characterization.”
6 Ways to Build a Customer-Centric Culture
Start by hiring people who really care about the customer experience.
October 02, 2018
Summary.
Companies have been trying to adopt customer centricity for nearly 20 years now. Yet only 14% of marketers say their company really focuses on customer centricity. To build a culture that focuses on customer needs, companies should take six steps: Operationalize customer empathy; hire for customer orientation; democratize customer insights; facilitate direct interaction with customers; link employee culture to customer outcomes; and tie compensation to the customer. Company leaders are starting to recognize that culture and strategy go hand in hand. Only when customer-centric strategies are supported and advanced by culture will a company realize its customer-centric vision.